Manager, Process Management - Capital One Merchant Services (Hybrid)

Capital One • McLean, VA

212d • $115,200 - $144,600 • Hybrid

About The Position

As a Manager, Process Management on the Merchant Services and Complaints team within the Enterprise Payments Debit organization, you will be responsible for oversight of the Acquiring and Debit Acceptance processes to ensure flawless performance and delivery. You will directly influence and shape strategy as well as develop controls to monitor network compliance and our third party payment processor performance. This role will require understanding the technical processes and flow of information between the third party and Capital One, as well as, the non-technical processes which enable well-managed operational performance. Additionally, you will have responsibility for understanding the objectives of various lines of business and supporting the needs of those objectives by providing Debit payment subject matter expertise, thought leadership, and effective third party engagement. Specifically, this scope will support the Debit rail.

Requirements

• High School Diploma, GED, or Equivalent Certification
• At least 3 years of Project, Process, or Relationship Management Experience
• At least 3 years experience in the Financial Industry or Banking Industry
• At least 2 years of experience using Google Suite or Microsoft Office

Nice To Haves

• BPM, PMP, Lean, Agile or Six Sigma certification
• At least 3 years of experience in the payments industry
• At least 3 years of Third Party Relationship Management, Transaction Processing, or Network Management
• At least 3 years of experience working in Snowflake or Databricks
• At least 3 years of experience working with SQL or Python
• At least 5 years of Project, Process, or Relationship Management Experience

Responsibilities

• Helping with the development of the Acquiring and Debit Acceptance strategic vision and lead projects in support of that vision
• Liaising with the third party payment processor to build and foster relationships, maintain adherence to the third party operating agreement, engage in the third party governance committee, oversee and resolve settlement related and network processing issues
• Partnering with teams across the enterprise to understand and influence their Debit related payment priorities; including respective Lines of Business (e.g., Card, COAF), Product/Tech, Governance, Risk and Compliance teams
• Acting in a leadership capacity with the Debit Network and Processors team helping to oversee day to day tasks with the third party including: setting weekly agendas, prioritizing initiatives, being the first point of escalation, and solving problems
• Maintaining oversight and accountability for Network compliance findings ensuring complete and timely resolution to avoid enforcement actions and fines
• Developing monitoring routines to ensure regular execution of controls and escalation of issues
• Delivering monthly business reporting updates on-time and support delivery of content to Enterprise Payments and Line of Business Accountable Executives
• Managing Issues/Events ensuring robust problem solving, remediation activities, and documentation are in place prior to closure
• Defining and leading the well-managed journey for Acquiring and Debit Acceptance focusing on sustainable well-managed processes while driving efficiency and continuous process improvements

Benefits

• Medical, Dental, Vision, Prescription coverage Day 1
• Flexible Schedule Options
• Paid Time Off
• Wellbeing offerings such as backup childcare and Mental Wellness support
• Tuition Reimbursement
• Paid Training and Development offered quarterly
• Flexible Spending Account
• Life Insurance
• Disability Insurance
• 401 K and Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED